We understand how inconvenient it is when software isn't working as it should. Take a look at our suggestions below to find out what's wrong.
Unable to find your activation email? If you've still not received your activation or the forgotten password link email then it's worth checking your spam folder.
Is my device compatible?
SuperSafe protects Windows and Mac computers, Android mobiles and tablets, iPhones and iPads.
Smartphones and tablets
What browsers are supported by SuperSafe?
F-Secure SAFE supports the below list of browsers.
Yes. You’ll need to remove any other antivirus or security products already installed on your device. The SuperSafe Boost will automatically detect and remove the most common antivirus and security products during the installation process.
In some cases, you may need to manually remove other antivirus or security products before installing the SuperSafe Boost. You can do this through your device's settings, the App Store (iOS), or Google Play (Android)
How do I know if I am using the latest version of SuperSafe?
SuperSafe updates are done automatically on all devices. If you're having problems, try uninstalling and reinstalling the SuperSafe app.
If this still doesn't work, double-check whether your device software needs updating. SuperSafe will only work on certain operating systems, see Is my device compatible? above.
How do I subscribe and create a SuperSafe Account?
I’ve subscribed but haven’t received my installation email?
Once you've subscribed to SuperSafe, you'll receive an installation email. It may take a while to appear in your email account, so please be patient. It might be worth checking your spam or junk folder!
If you don't receive your installation email from F-Secure, you should follow the steps to reset your password below. When this is done log into your SuperSafe account and install SuperSafe onto your devices.
How do I install SuperSafe on my PC?
Before you start installing SuperSafe, make sure that:
Note: These steps are to install SuperSafe onto the computer you are currently using.
The installation takes a minute or so, and once installed, your computer is protected.
How do I log into my SuperSafe account?
What do I do if I have forgotten my SuperSafe password?
No problem. Here's what to do:
What is Browsing Protection?
Browsing Protection by F-Secure is a browser extension/add-on that is part of the SuperSafe software package. The extension is currently available for Internet Explorer, Firefox, Chrome, and Safari. The extension is automatically installed when you install SuperSafe on your computer, and for most web browsers, the Browsing Protection extension needs to be enabled separately when you open up your selected browser for the first time.
With the extension enabled in your browser, Browsing Protection (known as Safe Browsing on mobile devices) ensures safe browsing and safe internet banking by supporting both encrypted (HTTPS), as well as non-encrypted (HTTP) traffic.
Browsing Protection also blocks harmful and suspicious websites to ensure the safety of your computer and personal data. For example, unwanted web pages can be blocked with a "block page" notification. It also adds a reputation rating icon before each link on your search result page by enforcing safe search mode for search engines, also if HTTPS is used. This helps you avoid harmful and suspicious websites even before clicking on them. This feature is available for Google, Yahoo and Bing! search engines.
How do I turn Browsing Protection on?
When browsing protection is turned on, you will be blocked from accessing harmful websites.
How do I use Browsing Protection?
During SuperSafe installation on Windows and Mac, the Browsing Protection extensions will be added to your browser. Whenever you use your browser you will be protected.
On Android, you need to use the Safe Browser app in order to be protected. You also need to use the Safe Browser app to have banking and shopping protection.
On iPhone or iPad you need to use the SuperSafe app to browse the internet safely. You also need to use the SuperSafe app to have banking and shopping protection.
Browsing Protection is blocking a website I want to view?
If you find you're having difficulty viewing a website, this may be because you're blocking a particular category that the website falls into.
If you find you've blocked access to a category, you can add specific websites to the website exceptions list so you can still have access.
To view the website exceptions list, follow the simple steps below:
What is Banking Protection and how does it work?
Banking Protection adds another layer of security when banking online and/or carrying out online money transactions.
When using Banking Protection, every website you enter is checked by querying the F-Secure Security Cloud. By carrying out this check, Banking Protection gets the information on whether the site is listed as one of our trusted banking sites or not. If it is, a notification is shown indicating that you are entering an online banking site secured with https and that Banking Protection deems the site safe for you to use.
When you start your next online banking session, Banking Protection automatically gets activated again.
Note: On the PC, Banking Protection offers an elevated level of security. Once you have started an online banking session and Banking Protection mode has been activated, Banking Protection disconnects all untrusted applications from the Internet and prevents them from reconnecting while on a trusted banking site. Blocking connections prevents hijacking of your banking sessions keeping your money safe. You can also only access websites that are considered safe during a banking session, otherwise, they get blocked.
Note: To benefit from the Banking Protection feature on Android devices, the SAFE browser needs to be in use. To benefit from the Banking Protection feature on iPhone and iPad devices, you need to use the SAFE browser within the SuperSafe app.
The Banking Protection banner does not appear when visiting a banking site?
When visiting a banking site, the Banking Protection banner does not appear.
There are a few possibilities why Banking Protection may not activate when visiting a banking site. For example:
To help troubleshoot, do the following:
If the issue persists, re-installation of the F-Secure product may be required.
What is Family Rules?
Family Rules is a centrally-managed parental control feature that lets you look after your family's well-being by setting screen time limits, blocking access to undesirable websites and locating lost, stolen or misplaced devices. You can manage Family Rules remotely from your SuperSafe account. This means that you can make changes and add or remove restrictions on the fly without having to have the managed devices physically with you.
App control is currently available on Android only.
Take control of your children's screen time and manage the time they are allowed to spend online. You can:
Time limits is currently available on PC, Android and iOS only.
Note: *** Bedtime device usage prevention is available for Windows only. On Android use of pre-installed apps, calling and texting won’t be time limited – the parent needs to set the Safe Browser as the default and block use of the Android pre-installed browser to protect their child. On iOS Time Limits only apply for Safe Browser.
Give your children the freedom to explore the Internet without worries. You can prevent access to undesirable websites based on the content categories. On PCs, Family Rules is enabled for each user (Windows user account) separately. On Android and iOS, content filtering is enabled through the Safe Browser.
Content filtering is currently available on PC, Android and iOS.
Locate your child or child's lost stolen or misplaced phone with Finder. Log in to My F-Secure to see the location map.
Finder is currently available on Android and iOS.
Family Rules / Parental Control is blocking a website that’s ok for my child to view?
If Family Rules is blocking a website that you are happy for your child to view this will be because you're blocking a particular category that the website falls into.
If you find you've blocked access to a category, you can add change the settings in your SuperSafe account.
To change your child’s Family Rules settings, follow the simple steps below:
How do I overcome iOS’s limitation on the Family Rules time limit feature?
My child is able to use all the apps on the iOS device (iPhone/iPad) regardless of the Family Rules time limit settings.
This is by design as iOS limits F-Secure to only manage our own SAFE browser app.
You can use Restrictions to block or limit specific apps and features on your iPhone/iPad.
Now your children are protected against unsuitable content. They cannot bypass the browsing protection by installing or using other Internet browsers other than the SuperSafe browser.
If SuperSafe detects viruses, malware or spyware it will automatically delete it for you. You don’t need to do anything.
Our experts are here to help, select one of the following contact options:
View your bills, keep tabs on your usage and message our team.
Problem with your connection? Run a health check on your line.
To help us deal with your query quickly, please confirm the following information when you write to us. We will aim to respond in writing to your query in 10 days.
- Your full name
- Your TalkTalk Phone or mobile number
- Your Signature
TalkTalk Correspondence Dept
PO Box 675
All letters will be sent to the primary billing address unless stated otherwise. Please also include the best way to contact you about your query, such as your contact phone number or contact address.
Call us for free on: 0345 172 0088
Make sure you have your account details to hand when you call.
Calls are free from your TalkTalk phone, our customer services team are available 8am-8pm, Technical Support 24/7 every day. If you’re deaf, hard of hearing or speech-impaired, the Text Relay Service can be used to help you contact us, simply dial 18001 followed by 0345 1720088